Guest Experience Concierge- William Chris Wine Company

Job Description

Job Description

Description:

Job Title: : Guest Experience Concierge

FLSA Classification/Pay Type: Non-Exempt, Hourly

Salary Grade: $19 - 21

Reports To (Title): Director of Membership

Date Created or Revised: 6/29/2022

Summary

The Reservations Concierge serves as the first point of contact and ambassador for our guests, providing a seamless, personalized, and world-class booking experience. This role oversees all reservations company-wide, ensuring every guest interaction reflects the warmth, professionalism, and excellence of our brand. The Reservations Concierge creates a frictionless process for booking experiences, optimizes reservations to maximize sales opportunities, and ensures all special requests and details are communicated to internal teams for flawless execution.

The concierge team is available Monday through Sunday and available to respond to guest inquiries made by email or phone. Types of inquiries include but are not limited to guest reservation requests, large party bookings, special requests by guests for their visit or for assistance with referrals to other local entities. The Guest Experience Concierge is a master at anticipating change, planning for challenges, and solving problems on the fly. This role combines hospitality, sales, and guest relations expertise to elevate each visitor’s journey from the moment they inquire to the moment they arrive.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the primary point of contact for all guest reservations across all company locations and experiences.
• Create and maintain a world-class booking experience that is warm, efficient, and personalized.
• Maintain deep knowledge of all tasting experiences, membership offerings, and brand storytelling to communicate with confidence and enthusiasm.
• Manage and optimize daily reservation inventory, filling open timeslots and driving revenue through upselling and experience enhancements. Offer strategic upgrades or alternative experiences based on guest interests, availability, and company priorities.
• Confirm all reservations and proactively communicate with guests regarding preferences, special requests, and experience options.
• Act as a liaison between guests and the tasting room team to ensure every visit exceeds expectations by communicating guest notes, sales opportunities, and strategic opportunities to make a remarkable moment.
• Curate personalized itineraries for large parties, VIPs, and special events.
• Recommend and coordinate partner experiences including local lodging, dining, and attractions to enhance each guest’s visit.
• Maintain and update guest profiles with key data points, preferences, and behaviors to support membership growth and retention strategies.
• Track and report reservation trends, guest feedback, and booking performance to leadership.
• Respond to all customer inbound inquiries in a timely and professional manner
• Review upcoming reservations daily and provide feedback to Tasting Room Managers and Membership Ambassador of any special reservation notes or notable guests
• Perform maintenance on customer profiles by updating items and getting additional information added to the profile

Other duties

• Other duties as assigned

Requirements:

Required experience

• High school diploma or equivalent (some college preferred)
• 2 – 3 years of experience in hospitality, guest relations, or luxury service (wine industry experience preferred).
• Exceptional verbal and written communication skills with a warm, professional demeanor.
• Strong attention to detail and commitment to creating effortless guest experiences.
• Comfortable managing multiple priorities with grace and precision.
• Experience with POS and CRM systems (Commerce7 experience a plus).
• Sales-minded, with a natural ability to suggest enhancements and upgrades authentically.
• Availability to work weekends and holidays as needed to support guest operations.
• Must be a self-starter and complete duties, tasks, and projects with little or no supervision
• Must have the ability to multitask and complete duties, tasks, and projects, despite interruptions

Supervisory responsibilities

• None

Work environment

• Office environment
• Tasting Rooms (Inside, air-conditioned)
• Outdoor Events (Non-air-conditioned, various locations)

Physical demands

• Extended periods of sitting at a desk, using a computer and phone
• Must be able to lift up to 15 pounds on an occasional basis
• Ability to negotiate uneven, outdoor surfaces
• Ability to work in various weather conditions, including hot and cold weather
• Ability to effectively communicate verbally, using telephones, and with electronic means (email, social media, etc.)

Travel and remote work

• This position may require occasional travel to off-site locations, but does not require overnight travel except on rare occasions for events or training
• This position requires on-site work on a regular basis
• Travel to and from the main worksite (daily commute) is at the expense of the employee and is not considered time worked
• Travel between sites during the workday is considered time worked

Work authorization

• This job is not eligible for visa sponsorship

It is the policy of William Chris Wine Company to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.